WGL Energy Services, Inc.

Review: I received the following email advertisement and have not yet received my $50 gift card even though I've called WGES several times. Today when I called I was supposedly transferred to a supervisor and instead I was transferred to the voicemail of someone working in the collections department.

As a former Clean Currents customer, you understand the importance of choosing clean energy. With WGES National WindPower, you can continue your commitment to improving the environment with the same renewable energy content that you previously had with Clean Currents, and at a competitive price. Plus, you will receive a $50 [redacted]® Debit card when you enroll by April 25. $50 [redacted] Debit card offer only available when you enroll in WGES National WindPower. You must remain a WGES customer in good standing, and not be behind on bill payments, for 90 days following the beginning of WGES service in order to receive the $50 [redacted] Debit card.Desired Settlement: I would like a $100 gift card for the amount of effort I've put in to trying to obtain the promised $50 gift card. I would also like to be able to cancel my service without any penalties so I can switch to different provider with better service.

Business

Response:

November 6, 2014

Review: An employee of this company knocked on my door and talked to me about this service. He told me that [redacted] would no longer be my electric company but that Washington Gas Energy would now be my company and the billing would be from them and it would be much cheaper. However, since taking over, my electric bill has gone sky high and I am being billed by both this company and [redacted]. I want to cancel this service, however, it takes Einstein to get to them and then they want to charge $50.00. This is something they DID not disclose when the young man was here. He told me there would be no problem cancelling if I was not happy with the services. This is NOT the truth and he misrepresented it.Desired Settlement: I want any monies given to this company at least partially refunded since I am being billed by both and I want to cancel my enrollment in this company and default back to [redacted] ONLY and I am not willing to pay $50.00 for the cancellation. I think that is bogus and unethical.

Business

Response:

October 20, 2014

Review: I am writing to make a complaint about Washington Gas Energy Services. This company solicited me by mail with a mailing that looked as though it was coming directly from [redacted] offering a fixed rate per therm for gas, I called the number to inquire about the offer and was told I was not leaving [redacted] and that my monthly budget plan would not be affected by the offer. I followed the directions of the person I spoke with in regards to enrolling in the fixed rate plan. I have since received a $1000 gas bill from [redacted] and have been told the company is not affiliated with [redacted]. When I called to cancel and go back to [redacted] I was told I would have to pay a cancellation fee of $20 per month remaining on the 2 year contract as "they have already purchased the energy" which makes Zero sense.

This company is presenting itself as being part of [redacted] otherwise I would have never joined with them.

I simply want out of my contract and am happy to pay for whatever gas we have consumed with them.

The service address is [redacted] VA [redacted]

The account is in my husbands name [redacted].

Contact info is ###-###-#### and [redacted]

Thank you for your help. I have little patience for rude and dishonest customer service!!Desired Settlement: Terminated contract and to be able to return to [redacted] as our service provider.

Business

Response:

August

19, 2014

Washington Gas Energy Services, Inc. (WGES) Summary of

Investigation the Washington 10180237

Revdex.com Representative: [redacted], Consumer Specialist, DC

Revdex.com

Customer Name: **. and [redacted]. [redacted]

Address: [redacted], VA [redacted]

Investigation Summary:

Enrollment into the WGES fixed rate contract

WGES Account Number: WGV account number [redacted]

Summary:

WGES

is a deregulated, licensed supplier of natural gas, operating in the Mid

Atlantic region. WGES can take advantage

of market opportunities that are not available to the regulated traditional

utility company. These opportunities enable WGES to create innovative gas

offerings such as 12-month contracts with fixed gas rates, wholesale gas

pricing and the flat-payment Blanket Bill. Customers can benefit from these

offerings in ter** of savings and price stability.

WGES provides these opportunities to

customers through direct mail, web offerings and door-to-door sales

progra**. **. [redacted] responded to a

direct mail offer and on April 15, 2014 at 3:53 pm, she enrolled her natural

gas service with WGES through a web site listed on a direct mail offer. A sample of the direct mail offer letter has

been included for review. The letter

list WGES in several places and provides the customer a full review of the

offer, price, term and all contract conditions.

The sample is on two pages while the actual letter arrived as a one

page, two-sided letter directed to the [redacted] household.

Details:

At enrollment, **. [redacted] provided her

account information, responded to questions and confirmed that she read and

understood the contract, conditions and pricing. Once enrolled the utility [redacted]

provided **. [redacted] a post card notice of her selection of WGES as her

energy supplier and provided her a rescission period to review the offer and

decline by notifying the utility. After

she completed the rescission, term without cancellation **. [redacted] was

enrolled in the WGES fixed rate natural gas contract as she requested. WGES sent **. [redacted] a complete copy of

the contract and a welcome letter, also providing her an additional rescission

period, she enrolled and service began. I

have attached a copy of the WGES welcome letter.

The WGES fixed rate natural

gas contract provides customers with a known, budgeted cost for the full term

of the contract. WGES guarantees that

the rate will not change during the term of the contract while the utility gas

rate changes monthly. The WGES fixed

rate, natural gas contract provides customer certainty and a known budgeted

amount. While seasonal changes can still

cause spikes, the fixed rate eliminates the concern that weather conditions will

affect the price of natural gas. On

8/15/2014 at 4:17 pm, **. [redacted] contacted WGES and cancelled her service.

During the cancellation,

call to WGES the WGES agent spoke with **. [redacted] along with the supervisor

and they explained that when

a customer signs a contract for energy supply with WGES at a guaranteed price

and term, WGES purchases that entire quantity of supply from its wholesale

suppliers on behalf of the customer for the term of the contract. WGES is

obligated to honor its supply commitments to both its customers and wholesale

suppliers. WGES sets termination fees to cover potential losses should a

customer breach their contract before the term is complete.

While we are sorry to lose **. [redacted] as a

customer, we did provide her a complete review of the contract along with the

early cancellation process and fees. The

WGES customer care agent and supervisor all noted that **. [redacted]’ business

is important to WGES. They reminded her

of the contract letter and the offer that she selected in April. They offered her the ability to complete her

contact and cancel at contract end eliminating the cancel fee. **. [redacted] declined and ended the contract

with the cancel fee of $440.00.

WGES can offer **. [redacted] the ability to eliminate

the cancel fee by reinstating her account.

If she wishes to take advantage of this offer, which expires on

8/29/2014 at 4 pm, she can contact the WGES customer care center. The center is available Monday - Friday 7 am

to 7 pm or Saturday 8 am to 4 pm except holidays at [redacted]. Any agent can help her reinstate her contract

prior to the offer expiration date.

WGES is careful to offer customers complete

information through the direct mail offer and at our web site, once the

customer applies the web site requires that the customer confirm that they have

read and understand the contract and we provide a recession period. Once the recession period is completed, we

provide two welcome / confirmation letters.

Customers can cancel at any point along this six-week enrollment period

without fee but once enrolled, WGES is responsible for the energy for the full

term of the contract and a cancel fee will be charged for early termination.

We hope this information has been helpful, thank

you for your consideration of these options.

We look forward to hearing from you.

Documents: Enrollment Letter sample, confirmation letter

with contract details

Actions by WGES: Offer to reinstate and avoid cancel fee

Investigation

completed by: Aileen P. Cannon, Customer Care Manager,

Washington Gas Energy Services, Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:I called and spoke with a customer service rep who lied about the company being a part of [redacted] and was also lied to about the affect of the contract on my current budget plan that was in place. I have also taken this issue up with [redacted] who has received several complaints about the same issues and have established a team who are investigating and helping to deal with complaints regarding this company.I also never canceled my contract with WGES. I called to inquire about the cancellation fee but never canceled the contract. Another example of the inability of your customer service team to relay accurate information.

Review: We were visited by a door to door salesman. His behavior was erratic and quite unnerving. We politely declined his services 3 times and then he proceeded to insult us until he had to be asked to leave our property. Very unprofessional behavior, and we did report him to the local authorities.Desired Settlement: No outcome necessary.

Business

Response:

May 24, 2014

Review: At the end of my last contract period with Washington Gas Energy Services I received a notice saying they would automatically renew my contract unless I replied asking that it not be renewed. I sent a response asking that the contract be ended and not renewed. Instead, WGES renewed against my wishes, and now has assessed an early termination fee of $150 because I've signed up for a new, non-profit supplier that offers 100% wind energy.

I called WGES to dispute the charge. I spoke with a customer service agent who indicated that even the record of my communication asking not to renew was not adequate to reverse the charge. I asked to speak to a manager. After holding for 20 minutes she put me through to her manager's voicemail, which was full and not accepting new messages, and my call was then automatically disconnected.Desired Settlement: I ask that the $150 early termination fee be removed, as there should have been no contract in place if WGES had acted on my request not to renew the contract.

Business

Response:

January 11, 2014

Review: After several unsatisfactory phone calls and letters to WGES going back to November 2012, we cancelled our natural gas supply service agreement with WGES and received confirmation of this cancellation in writing on May 03, 2013. We did this following an independent energy audit in October 2012 which indicated that we were paying $102 per month for a "guaranteed blanket bill plan" which is far in excess of our actual natural gas use in the range of $25 - $85 per month. We continue to receive bills for $101 per month so I called their customer service number as per the cancellation letter [redacted]) and asked when I would receive my final bill. I was first informed by customer service that my service was never cancelled. After I insisted, [redacted] put me on hold for several minutes. He finally confirmed that I had cancelled our service. When I asked when I would receive my final bill, he informed me that this would take "one or two billing cycles". When I asked for a precise date, he could not give me an answer so I asked to speak to his supervisor, "[redacted]". I had to leave a message on his supervisor's voicemail.Desired Settlement: We want confirmation as to when exactly we will receive the final bill from WGES and for how much? Washington Gas is prepared to provide natural gas to us and to bill us for actual gas usage.

Business

Response:

June 18, 2013

Review: I contracted with WGES to provide electrical services. They put me on a budget plan without my knowledge. I contacted the company to ask about charges. I asked to be taken off the budget plan. I also asked to cancel my account with them as they are charging more for delivery charges than my electric bill would be with [redacted] Power. They did not process the request. I was charged again. My mother called on my behalf and asked WGES to take me off the budget plan and to cancel my account. WGES continued to bill me and my account was not cancelled. My step-father got involved and requested all of the same things. I continue to get billed by WGES... for more than my electric bill would be. The company is not helping me. I am a 25 year old college student and can not afford to pay for this service. I have requested that they stop billing me and I do not want thier services. Yet, they do not cancel my account , charge for canceling it and continue to bill me despite several requests asking them to stop all of the above. I need help to get this company to stop billing me, cancel my account and reimburse me for charges and cancellation fees. Please assist. Thank you.Desired Settlement: I want my account with WGES cancelled without a fee.

I want them to reimburse me all of the delivery service charges since I asked them to take me off the budget plan and requested to be taken off of their program. I want to be reimbursed for any other charges that they have applied as well.

I don't want this to happen to others.

WGES should not automatically re-enroll people in their service. WGES should not automatically put people on the budget plan.

Business

Response:

April 19, 2013

Review: I was told by the sales representative that visited my home that I would received significant savings on my [redacted] and [redacted] Bills. I was told that the program was a 1 year contract and that I can cancel at any time. I have had the services now for almost three years. The program is not saving me money and the rates are higher than the supplier rates. They gave me and option of paying a fee of $30 (which was not an agreement) to get a lower rate!! The lower rate quoted is higher the the current rates by [redacted] and [redacted]. I contacted them and told them that I wanted to cancel their services and they told me that I had to pay a $150 fee and that I would still have to pay them for two additional months. We are NOT currently on contract and I was not asked to renew. We are struggling trying to keep up with these rates and considering that WGES is supposed to be saving us money but its currently keeping us in a financial bind!!! I asked to speak to a supervisor and the representative told me that he did not know who the supervisor was he works in the call center. He then provided me with the supervisor of the call center but not with the company. This is not good business!!!Desired Settlement: I want the serviced terminated immediately without further charges. I would like my supplier to be [redacted] for energy and [redacted] for gas. I would like the $150 fee to be waived! I would also like to be credited the amount that I was overcharged due to the misrepresentation by the WGES rep. If WGES can not offer my the services/rates that the sales representative described than the have defaulted and I would like the agreement deemed null and void effective immediately!

Business

Response:

March 20, 2013

Review: I had been receiving my gas sevices from [redacted]. Than about a year ago the gas bill went up. I kept paying it. I have another home and I kept comparing the bills. The bill for this account was consistantly much higher. Finally I called [redacted] and they informed me that my account had been changed over to Washington Gas Energy Services. I asked why and was told to call Washington Gas Energy Service. When I called them, I was told they were a separate company and [redacted] only billed for them since they used their pipelines to deliver gas. I asked who gave them permission to change me over and to cancel my account with them. I have attempted three times, including today to get this information. It has never been provided. They are trying to collect a $161.60 disconnection fee which I have refuse to pay because they connected me without my permission. I am back with [redacted] now. They also use the same logo and simular name to trick customers to think the bill is from [redacted]Desired Settlement: To take off the fee of $161.60 to show a zero balance

Business

Response:

December 26, 2013

Washington Gas Energy Services, Inc. (WGES) Summary of Investigation for Revdex.com Case number [redacted].

Revdex.com: David Dennis, Revdex.com (Revdex.com), Trade Practice Consultant

Customer Name: **. [redacted]

Address: [redacted]

Account Number: [redacted] Washington Gas Light Utility

Investigation Summary: Contract price

Customer Issue:

In 10/21/2010 the [redacted]’s enrolled into the WGES fixed price natural gas program though a URL link after receiving a direct mail offer. The direct mail offer provided them the price, term and a complete copy of the contract conditions. The contract renewed until 2013. A review of the contract price follows:

2010 – 2011 69.9 cents per therm

2011 – 2012 69.5 cents per therm

2012 – 2013 64.0 cents per therm

Each year the WGES contract renewed with a lower price. During the term of the contract ** and [redacted]. [redacted] contacted WGES frequently to express concerns about the contract price. During several of these calls the customer care center and the utility would review the usage history and the current price to demonstrate that the price changes were not due to price errors but to usage and / or other seasonal factors.

On March 29, 2013 at 4:16 pm **. [redacted] contacted WGES customer care and recorded her request to cancel the contract. She reported that her price was too high. The call center agent explained that her price had dropped and she reviewed her price against the local utility price. **. [redacted] decided to cancel. The recording was completed, the contract close and the cancel fee was billed.

When a customer signs a contract for energy supply with WGES at a guaranteed price and term, WGES purchases that entire quantity of supply from its wholesale suppliers on behalf of the customer for the term of the contract. WGES is obligated to not only honor its supply commitments to its customers but also payments to its wholesale suppliers. WGES sets termination fees to cover potential losses should a customer breach their contract before the term is complete.

WGES can offer the [redacted]’s reinstatement to avoid the cancel fee. Since their original renewal price remains the same for new customers this is a very competitive offer. To re enroll just contact the WGES customer care center Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm except holidays at ###-###-#### and any agent can help you reinstate your account. Thank you for your business.

Review: In April/May 2012, a WGES representative came to our home and aggressively offered WGES services as a supplier of electricity generation. My wife was the one who answered the door, is not a native English speaker, and was distracted with our 3 month old son, who was in the room crying. The WGES representative convinced her to sign up for the service, without her understanding the terms or the implications that it would have for our electric bill. We were told that there would be significant savings by signing up with WGES. A year later, and again without our knowledge, WGES automatically re-enrolled us for another year, but with a 20% increase in the price of electricity supply. We are told that we should have been notified by mail of the pending renewal, but we do not recall seeing any such notification. We are now locked into a new contract term for an entire year, at a significantly higher rate. I was told by the representative with whom I spoke today that my "time for negotiation" on rate was in May 2013, and that the window has closed again for another year. This is unethical, not just for the original manner in which we were signed up for WGES services, but for the fact that we are now locked in for energy services for another year at markedly higher margins.Desired Settlement: Termination of contract without imposition of early termination fee.

Business

Response:

October 21, 2013

Review: Washington Gas stated in writing I would receive a $50 loyalty reward upon completion of 12 months of service with them. I completed the 12 months of service in October, 2012 and was told I would receive the $50 loyalty reward as a credit on November's statement. Did not happen. I called 5 times over the next two months (all documented) each time receiving an excuse for why it was not mailed out. On 2/6/13 I was told my reward would be reviewed on 2/15/13, then mailed out shortly afterwards. Did not receive it. Called on 3/1/13 and was told the 2/15/13 review was missed, so now I would have to wait until 3/15 for a review, then the reward would be mailed out at end of March. I feel I have been more than patient. My perception is this $50 loyalty reward was promised in order to get more business, but was never intended to be paid! Also, I received a letter from Washington Gas end of January, 2013 stating I owed them $82.41 which had to be paid by 2/28/13. I called and requested info as to why I owed them. I was told to call [redacted] to get that info because they did not have it, which I did. It indicated I owed $0. Called Washington Gas again and was told they they would send me their info which they did not have before. Never received it. Called again, and was told they would send it. Never received it . Called again, and was told the $82.41 was dropped from my bill! My perception is they were trying to scam me out of $82.41.Desired Settlement: Send me my $50 loyalty reward check that was promised back in November, 2012 immediately. I do not want to wait until the end of March for it to be mailed out. I have been more than patient!

Business

Response:

I would not recommend this company to any one. You use there services thinking you are dealing with a fair company, but there practices are terrible. A one year contract should mean just that, but with this company it means forever unless you catch the two month window at the end of your contract to tell them not to renew you. I don't know about you, but life is two busy to end contracts that you think are only a year.

Review: I was a customer of the Washington Gas Energy Service (WGES) for over 3 years. I signed up by calling in response to an advertisement sent in the mail. When I signed up the customer service person made no mention of an "early termination fee" if I did not cancel before the first of the following year. In December 2013 I contacted WGES to cancel my account. In January they called me and stated I owed a $200.00 early termination fee. When I asked why the person on the line told me it was in the information when I signed up on the internet. I explained I did not sign up on the internet but called after getting information about WGES in the mail. The person on the phone told me I had to cancel before December 31st. I explained I called before that date and no mention was made of the early termination fee. The person on the phone said I they (WGES) did not get the official notice until January 2014 and therefore I had to pay the $200.00 early termination fee. I objected to paying the fee since they should have told me they needed official notice in December and explained that there was an early termination fee on the account. I spoken with WGES numerous times and they continue to send correspeondence threatening to sue me for the $200. I was a loyal customer for 3 years - for them to "rip me off" this way is so sad but something I do not agree with paying.Desired Settlement: WGES to stop trying to collect a $200 early termination fee that I was never informed about nor owe because I contacted them initially before the end of the year.

Business

Response:

April

28, 2014

Review: The billing of WGES provided through [redacted] is unclear in that our usual electric billing has been continuously going way over our budgeted billing amount. The amount it is now over through a one year's term is over $728.00. We are expected now to pay double what our electric bill was or catch up this billing! I can't believe this has happened that we have not been advised of our continued usage going over budget!

I explained to customer service that I been a loyal customer of WGES for at least 3 years now. I have recommended friends and family to them and have just now been very disappointed with the services provided. There needs to be a more clear explanation to customers that indicates what last years billing was and this one. The actual charges per month in which the electric has run over has not been provided during the course of the budgeting billing. There needs to be a 13 month review to show the customer what there bill was last year and what it is at this time. In addition there needs to be a DOLLAR explanation as to how much over this is becoming so that the customer isn't surprised to learn their new bill is more than doubled at the end of the budgeting billing period!

In addition, since I am receiving electric through this provider and had called [redacted] I called [redacted] and discovered that the rate will be going down to 8.94 cents per KWH effective 9/30. I asked WGES to explain to me how I can take advantage of this rate or cancel my contract. The charge to take advantage of this rate at a "one time" fee is $50.00. This charge is excessive since it would only save the customer about $7/month and it would take nearly a full year to recoup this amount in savings. It is not meant to benefit the consumer in any way and it does not take $50 worth of work in order to accomplish this task. This is a deliberate effort on the part of WGES to rake in more fees to its benefit. I am trying to get this waived because I feel a one time courtesy credit for all the business I've sent their way is the least they can do and because the fee itself is insulting.

At this time I will not be recommending WGES in the future as my feelings on this matter are so disturbed!

I would like to see this fee waived since I have been a customer for so long. My alternative would be to cancel this contract. (TO BE CLEAR! I AM NOT CANCELING NOW BUT PENDING THE RESOLUTION OF THIS MATTER I MAY CHOOSE TO DO SO).Desired Settlement: I would like to see the $50 fee waived since I have been a customer for so long. My alternative would be to cancel this contract. (TO BE CLEAR! I AM NOT CANCELING NOW BUT PENDING THE RESOLUTION OF THIS MATTER I MAY CHOOSE TO DO SO).

I would also like to see a MORE CLEAR explanation to customers going forward that they are currently over their budgeting billing by $X.XX per month so that they don't get a whopping $728++ Bill at the end of a year. That is more than half of a 6 year real estate tax premium.

Business

Response:

August 21, 2013

Review: When the Washington Gas Energy services representative signed me up for their service in spring of 2013 I was told verbally that the contract would end in 3 months and if I changed my mind I was to call and renew it. I did receive a renewal notice but I did not look at it because of what the rep told me. I did not pay attention until recently that I was still using their services, I called to cancel and the rep on the phone was very pleasant but he told me that if I were to cancel there would be a fee. He asked if I received my renewal notice for this year 2014. I told him I have not. He explained that since there is no returned mail than I have to pay a cancellation fee since I am outside my window. He then told me the fee was $150.00 a month or what my bill is which ever is higher. That's a cancellation fee of $2800.00. The rep that signed me up in 2013 never told me that part of the contract, the lady whom he called to set up my service only asked if the rep explained the contract and I had to answer yes or no only. I never got a written contract nor signed one. Now I have to use the service till December 2015. I can not see how it is legal or possible I am being held to a contract that I did not receive or sign with a verbal contract in person with a representative of the company and a phone call placed to someone I have never met asking questions that are vague like did the rep explain the contract with no proof that he id or not.Desired Settlement: All I want to do is cancel my service with them effective immediately with out any cancellation fees.

Business

Response:

October 21, 2014

Review: My WGES account was through [redacted] & [redacted]. My monthly payment was paid through [redacted] then [redacted] was supposed to pay WGES. I made payment each month to [redacted] but WGES was not being paid in full each month. After several months of this happening, WGES cancelled my account and wanted all money owed paid in full directly to them. After I paid them in full they said I owed $300 cancellation fee. I was never advised of a cancellation fee so why am I being charged that.Desired Settlement: I shouldn't be responsible for a $300 cancellation fee.

Business

Response:

Review: I switched to someone else at a lower rate now I am receiving harrassing phone calls and they are telling me I have to pay a 150.00 cancellation fee for gas and electric which is three hundred dollars im on a fixed income and cant afford that and they never told me I would have to pay a cancellation fee and never got a hard copy of contract this is ridiclous no wonder people cant afford anything were paying these outrageous pricesDesired Settlement: not having to pay the outrageous cancellation fee and stop the harrassing phone calls and letters

Business

Response:

June

30, 2014

Review: I just called Washington Gas Energy Services and was told by a representative that I am in a contract with them. I signed up with WGES in 2009 and agreed to a two year contract; since that time I have not renewed any contract or received anything from them telling me that we are in a contract. I simply paid my bill to WGES via my [redacted] payment and did not cancel the service with WGES.

Last week I contacted WGES to ask them about Budgeted Billing and was told what my rate was. Then the representative said that there is a lower rate that they are offering to their customers but that I would have to pay $55 to get that rate. I said “That is a terrible way to treat customers that have been with you since 2009.

I contacted [redacted] and found that their rate was much lower, so I asked them to become my supplier.

I received a phone call for Washington Gas Energy Services today telling me that they are going to charge me a fee of over $200 for canceling service with them. I HAVE NOT AGREED to a contract with them since 2009 and that was for 2 years only. She said that because I called them last week to discuss the budgeted billing that by that call I was agreeing to a renewed contract. This is OUTRAGEOUS!

I have NOT RENEWED ANY CONTRACT WITH THEM and I will not pay their fee that they plan to charge me. When I told the representative that – she said: “So do you want me to reinstate you so that you don’t have to pay the fee?”

Washington Gas Energy Services are total CROOKS, I DID NOT AGREE TO A NEW CONTRACT WITH THEM. THEY SHOULD BE PROSECUTED! I am not paying them any money! EVER! Nor will I ever work with WGES again. PLEASE HELP!

I also meant to tell you that I am a Senior Citizen and I am on Social Security, I did not sign a contract and I do not have the money to pay a fee.[redacted]Desired Settlement: Please simply CANCEL my account with WGES and leave me alone! I am not paying them a fee for canceling my service with them WHEN I DID NOT HAVE A CONTRACT WITH THEM!!!

Business

Response:

December 26, 2013

Washington Gas Energy Services, Inc. (WGES) Summary of Investigation for Revdex.com Case number [redacted].

Revdex.com: [redacted], Revdex.com (Revdex.com), Trade Practice Consultant

Customer Name: **. [redacted]

Address: [redacted]

Account Number: [redacted] Maryland

Investigation Summary: Cancel fee issues

Customer Issue:

In Aug 2009 **. [redacted] enrolled into the WGES one year, fixed rate electricity program for both generation and transmission. The following year, at renewal she selected a new two year contract. Copies of her contract terms and conditions are attached. Both contracts include the renewal and cancel fee clauses.

On October 29, 2013 [redacted] notified WGES that the [redacted]’s had switched to a new supplier and would end their contract short of the contract term. WGES notified [redacted] and provided options to avoid the cancel fee including reinstating or an early renewal offer at a lower price with a onetime fee. They declined the offers.

When a customer signs a contract for energy supply with WGES at a guaranteed price and term, WGES purchases that entire quantity of supply from its wholesale suppliers on behalf of the customer for the term of the contract. WGES is obligated to not only honor its supply commitments to its customers but also payments to its wholesale suppliers. WGES sets termination fees to cover potential losses should a customer breach their contract before the term is complete.

Your business is important to WGES. We are always willing to work with our customers to avoid cancel fees. We can offer **. [redacted] two options to avoid the cancel fee. She can return and complete the contract term at the original price or she can enroll in a new contract at the lower price of 8.5 cents for one year. While routinely the early renewal contract includes a onetime fee, WGES will waive that fee if **. [redacted] enrolls in the next ten days. This offer will expire on 1/10/2014.

To accept either offer please call the WGES customer care center toll free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm except holidays at 1-888-236-9437. Any agent can help with these options. Your business is important to WGES. We look forward to hearing from you. Thank you for your attention to this matter.

Documents forwarded: contract copies of terms and conditions

Actions by WGES: Early renewal and a review of contract cancellation options

Investigation completed by: [redacted], Customer Care Manager, Washington Gas Energy Services, Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Dear **. [redacted],

Review: To save money I choose my gas and electric supplier through [redacted]. Last month I fulfilled a 2yr contract for electric supply with Washington Gas Energy Services (WGES) and changed my provider to [redacted] to get a better rate.

On May 10, 2013 I received my normal amount due email from [redacted] and noticed the amount due had to be too much, ($1054.37) amount due. With two toddlers and a busy schedule I rely on Auto pay feather to save time and ensure my payments are on time. This large amount stated startled me and led me to view my bill in detail. Once I looked into the charge I noticed a line item: Washington Gas Energy Services (WGES) (Bud True-Up 891.06). To further understand the charge I called (WGES), the first customer service representative stated that the charge was due to Budget Billing that I had signed up for in 2011. I told the customer service representative that I was unaware I was on the budget billing plan and never agree to be on such a plan. The representative transferred me to his supervisor to further assist me on my misunderstanding. Speaking with [redacted] X[redacted] it was explained that I had agreed to the billing option in 2011. I stated that I was unaware of budget billing and would never agree to such a plan. She persisted that I did agree and that the information was presented on the bill. I informed her that I am enrolled in the Auto Pay feature and rely on emails to view the total amount due but, do not review my bill in detail. After a few more claims by [redacted] in favor of my agreement to the Budget Plan I firmly stated that I recall no situation where I even thought about budget bill and requested proof in some form that shows my acknowledgment to such a plan. She was unable to provide any proof at the time. I requested to speak to [redacted] supervisor. She stated that her director is unavailable but, I could leave a message on his voice mail. Before I was transfer I had one more question for [redacted] but, was already transferred before I could ask it. I called back to get [redacted] and the Program Directors information and leave them with my contact information to hopefully expedite the situation. [redacted] apologized took my questions and stated she did not mean to hang up on me. I left her Program Director [redacted] a massage regarding my situation.

[redacted]This is my second complaint submission on this matter to the Revdex.com.

I have not received any feedback from anyone with Washington Gas Energy Services.

Today I left a second message with Program Director [redacted].

Sincerely,

[redacted]Desired Settlement: To Whom This Concerns,

To resolve this situation I would like Washington Gas Energy Services (WGES) (Bud True-Up 891.06) paid in full and a $50 prepaid [redacted] to compensate me for my time and stress.

Repectfully,

Business

Response:

[redacted] enrolled in the Washington Gas Energy Services, Inc. (WGES) fixed one year electric program in 2009. At renewal in 2011 [redacted] accessed his account on line at WGES and selected a renewal option for a new two year contract. At that time, he also selected to budget his charges for the new contract term.The budget box located at the end of the contract offers the customer the option to budget their electric commodity by checking the box. Once the selection is made, the system will ask again if you want to continue with the budget selection. Once this selection is confirmed, the new contract begins with the budget option. On 4/13/2011 at 12:06 pm [redacted] contacted WGES to confirm that the renewal contract processed. The agent notes indicate that they reviewed the new term, the new rate and the budget selection. The agent reported to [redacted] that the budget is an option and can be cancelled and reconciled with 30 days notice. There are no penalties for ending the budget bill option. As a follow up confirmation WGES sends the customer a welcome / confirmation letter reviewing the new contract. This letter reported that [redacted] had selected the two year option and the contract moved from a fixed one year to a fixed two year term.A second confirmation / welcome letter is also forwarded. This letter outlines the new budget selection. It reports that budget billing allows the customer to pay the same amount each month removing the month to month fluctuations caused by changing weather, changes in usage or other factors. Through the year the customers’ account may actually have a credit or appear in the arrears. These changes are reported each month on the customer’ utility bill. The customer may change or cancel the budget at anytime without penalty. These monthly notices help the customer determine if the budget is a good option for managing their energy contract. When the contract term ends the customer may choose to close the budget and pay the true up or roll the budget to the next contract with a new fixed monthly amount. The budget bill program does not change the method of payment, penalty date for bill payment, or the amount of energy used it simply allows the customer to pay a fixed amount each month. If the contract is closed prior to the contract term the budget will reconcile. The reconciliation contains only the actual charges and these are forwarded to the final bill to the utility for payment to WGES.WGES is willing to work with the customer to reduce the balance owed to WGES. To review the options please have the customer call WGES customer care toll free at [redacted] between 9 am and 6 pm Monday – Friday except holidays. Ask for [redacted], Call Center Manager he will work with the customer to provide a reduction in the balance owed and the cancel fee. . Thank you for your attention to this matter please let me know if you have other questions. Documents forwarded: noneActions by WGES: Provide customer with a reduction in the balance owedInvestigation completed by: [redacted] Customer Care Manager, Washington Gas Energy Services, Inc.

Review: My mother lives in a senior community trailer park which cleary states no soliciting in the office there. These are all elderly people who many of them live alone. Washington Energy sent people into the park on a weekend knowing no one would be in the office soliciting there electric services to these eldery people who many didn't quit understand the contracts. My mother being one of them. When she starting realizing the charges from two companies, [redacted] & Washington gas on her monthly bill she tried to cancel it and was told there would be a $150 cancellation fee. Then they talked her into another year of service. My mother didn't even remember that she left some one into her house and signed up in the first place, that is why there is NO soliciting there because these are elderly people that may not understand. When I called there to try to straighten this out I was told that she would have to pay the $150 fee to cancel and if not she has to wait until she gets the letter telling her the contract will be ending and call to cancel. Other wise they will just auto renew another year. I ask to talk to a manager getting no where with customer service and was transfered only to get a voice mail. Left a message and never got a return call. This is not right and should not be allowed! Praying on the elderly this way! I really want to see a stop to this!Desired Settlement: I would like my mother to be able to stop service without the cancellation fee and not be contacted again from this company. Also they should be warned about soliciting where it is prohibited!

Business

Response:

March10, 2014